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Telephony and Webchat management information - Statistics to March 2024
This is the first publication of the Telephony and Webchat Management Information covering up to 31 March 2024.
It includes data relating to total calls handled, call handling times, call wait times, broken down by month, channel and wait time. It also includes number of webchats handled, webchat handling times, webchat wait times and webchat duration times, broken down by channel, month, wait times and duration times.
Warning
Please note that an amended version of the pdf document was uploaded on the 27th August 2024 to correct minor errors in some benefit names referenced and the total number of webchats handled. The figures contained in the Excel tables were not affected and remain correct.
